Associate - Office 365 - Korean Speaking

Job Locations
CN-Shanghai | TW-Taiwan ROC | MY-Kuala Lumpur

Posted Date
1 week ago(8/6/2018 11:03 PM)

ID

2018-2965

# of Openings

1

Overview

The Local Language Service Desk Engineer “Service Desk Engineer” is the escalation support for customer IT environments relating to Microsoft Office 365. While providing the highest level of customer service, the Service Desk Engineer will resolve or escalate Incidents through the Service Management system. The Service Desk Engineer will be responsible to use the Knowledge Base Management tool along with their expertise to resolve tier 2 requests in a timely fashion. The Service Desk Engineer escalates unresolved problem/issues/requests to the appropriate Tier 2 Resolver Group.

Key Performance Areas

Performance Area

Responsibility

Metric

Performance

Minimum

Service Level Management

Monitoring and

reporting of

systems:

Network/System

up time

% of systems that are down reported in 30 minutes

A – 100%

B – 98%

C – 96%

C

Ensure availability

% of call answered in 30 seconds

A – 100%

B – 98%

C – 96%

C

Quality Management

Ensure customer

satisfaction

% of complaints received after

Resolution

A – 0%

B – 2%

C – 4%

C

Call Handling

Ensure successful

escalation

% of calls assigned correctly to the relevant area

A – 100%

B – 98%

C – 96%

C

Support Hours

24x7 - Candidates should be available

Responsibilities

Roles & Responsibilities:

Primary responsibility is customer service. Being present and available to clients requiring technical assistance.

Respond to questions received through emails and calls.

Learn the fundamental operations of the platforms which are being supported.

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

Ability to utilise the applications for Microsoft Office for support, reporting and documentation.

Excellent oral and written communication skills.

Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.

Good problem solving skills; ability to visualise a problem or situation and think abstractly to solve it.

Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

Creativity. Ability to think around problems and come up with creative solutions is helpful.

Ability to work with or without direct supervision.

Operational

Serve as the single point of contact for customers related to Microsoft Office 365 Cloud Support issues.